The individuals preferred language –
Linking this point to the case study, we learn that there is a large language barrier between Mr. and Mrs. Singh and the multi – disciplinary team (MDT). This is because the couple speak minimal English and the MDT is using a lot of medical terminology which is way too confusing and cannot be understood by Mrs. Singh. They are also rushing with the meeting as the time they had was very limited. So basically, the multi – disciplinary are speaking advanced English which is beyond understandable for Mr. and Mrs. Singh. Not only that but they seem to rush and make it even more difficult for the couple to understand what information they are trying to convey.
Environment –
The environment is a major barrier to effective communication. What influences effective communication can be lighting, noise and even use of space. Being in an environment where the lighting is very dim can cause tiredness and disinterest in the conversation. This can also limit non – verbal communication for example facial expressions and body language. A lot of background noise can make it difficult for one to hear and clearly understand what others are communicating.
In the case study, there seems to be rather a lot of environmental barriers which hinder effective communication. For instance, there is a lot of background noise coming from the ward and so the nurse had to raise her voice to make it easier for the others to hear. But in fact, this is distracting and rather annoying. The room where the meeting took place had light which was constantly flickering. This also is very distracting and is another environmental influence to effective communication as non – verbal communication such as body language was missed. When it comes to the use of space and position of the people in the meeting, we find that the multi – disciplinary team (MDT) are seated on high chairs and Mr. and Mrs. Singh are seated in lower chairs. This can make the couple feel intimidated and yet again this can hinder good communication.
However, the multi – disciplinary team (MDT) did choose the ward day room from all places to hold the meeting, so there was privacy in their meeting, and they were seated in a circle so all faces can be seen. This helped effective communication to take place.
Time –
It is crucial that effective communication has good timings. This is because one must take time in explaining and giving necessary details as brief and rushed explanations can be easily misunderstood and difficult to take in by patients and service users.
In regards to the case study, the conversation was rushed as the doctor had to leave very soon. This means the communication was taking place very quickly which made it very difficult for the messages to be conveyed correctly and completely.
Behaviour –
Good behaviour leads to a good atmosphere. People can concentrate and are not easily distracted.
In the case study, Mr. and Mrs. Singh are showing submissive behaviour. They were frightened to let the multi – disciplinary team know that they could not understand what they were saying and required help. They did not express their own views and agreed to the team even though they did not understand what they were told. They nodded repeatedly and remained quiet.
The behaviour of the multi – disciplinary team (MDT) was also appalling. For starters the doctor seemed to be in a hurry as he had to leave early. This sped up the communication making it more difficult for the couple to take things in and can misinterpret information. He also did not seem to be interested giving the couple the impression that he did not want to be there and wished to leave as soon as possible. This made Mr. and Mrs. Singh feel very uncomfortable indeed. The ward nurse had to raise her voice due to the background noise. This made her sound aggressive which frightened the couple. This hindered the effective communication.
Personality –
It is crucial to understand every individual’s personality and find the best way to communicate with them according to their way of understanding. Certain service users may take time to understand and may seem quite slow, whereas others may have the confidence and intelligence to understand things easily and do not require extra help and support. An individual’s personality may be affected by his/her confidence, self esteem, and level of understanding. Their behaviour and thinking can also take affect and this is what helps workers to identify every individual’s unique personality type.
Relating this to the case study, Mr. and Mrs. Singh felt intimidated as could not understand the messages being conveyed to them. This made them feel low and cut down on their self esteem. They were not asked for their own views and opinions regarding the situation which made them feel unworthy. Feeling this way can affect the way individuals receive information and so this can hinder effective communication.
Assumptions –
Making assumptions with people can help create effective communication. However, assuming wrong of others can create barriers and hinder effective communication.
Linking this to the case study, the multi – disciplinary team (MDT) assumed Mr. and Mrs. Singh clearly understood the information they were being given due to them repeatedly nodding to show their understanding. So the MDT continued to communicate assuming the couple know and understand the situation. However, this was untrue as they could not understand but felt too intimidated to let them know that. Mr. and Mrs. Singh were not asked for their views and decisions they had made. However, they did not feel it was necessary to pass their views on as they assumed the multi – disciplinary team know best and they are doing what is right for them.
Cultural Differences –
Cultural differences can create a large barrier for effective communication. Language barriers and jargon are common factors that can disrupt effective communication between cultures. For this reason it is important to recognize these cultural differences and avoid risks which can cause offence and create new communication barriers.
From the case study we learn that Mr. and Mrs. Singh cannot speak good English and for this reason they cannot understand the messages being conveyed by the multi – disciplinary team (MDT). This destroys the communication cycle as the messages were not conveyed correctly and completely.
The factors which the multi – disciplinary team (MDT) used successfully to avoid any cultural barriers was the fact that they called the service users by their surnames Mr. and Mrs. Singh to show them they value them and are respected. Dominant culture may have been needed to help escape these barriers.
Use and abuse of power –
Many workers who work in health and social care setting may think of themselves as high as they have a powerful position. They may show services users that they do not value them and they cannot choose and decide for themselves even though they have a right to do so. This power can be abused and used in the wrong way. Patients and service users may feel too frightened and intimidated to put their points across and to communicate properly and effectively with workers as they manipulate them.
Mr. and Mrs. Singh had no time to share their points as the doctor had limited time and so they had no chance to go into depth regarding the situation. The couple must have felt too intimidated to speak up as the ward nurse was speaking rather aggressively and this must have frightened Mr. and Mrs. Singh. At the end of the meeting the multi – disciplinary team (MDT) asked the couple to agree, without asking them to express their own personal views and opinions. They had no choices to make and had just agreed to the team thinking they know what is best and can take care of the situation. This shows how much power the MDT had and how they abused it by taking control on what choice the couple will make and not letting them to decide for themselves. They had used and abused the power they had over the Mr. and Mrs. Singh.
Anxiety/depression –
Patients and service users who may feel stressed and anxious may find it difficult to communicate. This factor is a common and big barrier which interferes with effective communication.
Regarding the case study, Mr. and Mrs. Singh must have felt stressed as they were being told a whole load of useful information which they did not understand one bit. Feeling depressed about this could have stopped them from wanting to communicate and share their views on the situation.
Multi agency working –
Many patients and service users have more advanced and complex needs. So workers who work in health and social care settings need to insure that all these needs are met for them to communicate effectively.
In relation to the case study, we learn that the multi – disciplinary team (MDT) were made up of the ward nurse, the district nurse, the social worker, the Doctor, a Physiotherapist, a Dietician and an Occupational Therapist. Even though many various professionals were involved in the meeting, not all of them had the opportunity to speak as the meeting was rushed and time was very limited. In fact, the ward nurse was the only one who communicated with Mr. and Mrs. Singh during the meeting.
Types of communication –
There are many various ways of communicating with patients and service users. These types can be either verbally or non – verbally. Times can come where effective communication can be made difficult for workers working within health and social care settings.
In the case study, there were many communication barriers between the multi – disciplinary team (MDT) and Mr. and Mrs. Singh. Some examples are language barriers, seating position, behaviour, cultural barriers, and the environment and setting. These factors can influence effective communication and interpersonal interactions.
By these points we learn that there are many factors that influence effective communication and interpersonal interactions. Working in the health and social care settings means one will often have to communicate difficult and complex information. So it is crucial to know the factors that help and hinder effective communication and to be able to break down communication barriers.
P4 –
Various services use different ways to help communicate effectively with patients and service users. This is important as services need to understand what service users are asking for, and patients and service users need to be comfortable with what is happening and understand what is going to happen to them. Without effective communication patients and service users will be given bad services and it will be very difficult to provide services for them.
There are many ways in which patients and service users may be assisted by effective communication. These ways are as listed below –
Advocates –
Many patients and service users may be suffering from disabilities or severe health problems such as dementia. People with these illnesses may have a problem with communication and it can also be difficult for workers to use effective communication with them. In this case advocates come in to help keep the effective communication going. Advocates are people who speak on behalf of another person. The people who do this are often volunteers. They try and get to know the service users so they can develop good communication for them to learn what their wants and needs are. Advocates stand for the rights of service users. They have the right to argue to help defend service user’s rights.
Linking this to the case study, Mr. and Mrs. Singh had no advocate to help them gain there wants and views. In this situation having an advocate would have been very helpful as Mr. and Mrs. Singh speak minimal English and could not understand the information the multi – disciplinary team (MDT) had conveyed. The rights of the individuals also would have been preserved as they had left the meeting without being able to share their views and choices. An advocate would have been able to show them their rights and make sure these rights are given to them. So having an advocate would have helped better the communication and break the barriers.
Interpreters and translators –
An interpreter is someone who communicates changing from one language to another. A translator is someone who changes information which has been recorded from one language to another. An example of recorded information could be written or even video recorded. Interpreting and translating can be very difficult indeed. This is because many languages have various ways of expressing words and context. Even professionals struggle to do this.
Relating this to the case study, it would have been very useful having both an interpreter and a translator as Mr. and Mrs. Singh speak minimal English and their understanding was very poor. An interpreter could have spoken from English to Mr. and Mrs. Singh’s desired language, and a translator would have been useful for the information recorded and papers the multi – disciplinary team (MDT) offered to the couple.
Mentors –
Mentors guide people and help them to understand and go through any activities patients and service users may find difficult and have had no past experience in. Mentors usually need good communication skills to speak well with patients and explain things in the best possible way.
It would have been very useful if in the case study, Mr. and Mrs. Singh had a mentor. The reason is because Mr. and Mrs. Singh were very confused and there was a language barrier. They have had no experience whatsoever and did not understand what was mentioned in the meeting and the final agreement. A mentor can help them to understand what the multi – disciplinary team were communicating and guide them to what they should do according to their wants and needs.
From these points, we learn how well one can help patients and service users to improve in their communication needs. Professionals such as advocates and mentors could have helped and assisted Mr. and Mrs. Singh in their meeting. However, not only does overcoming communication barriers help patients and service users to communicate, but there are also other points which can help. These points can include identifying the cultural differences, giving choices and taking their views into consideration, good listening skills, providing emotional support and a good environment. If all these needs are met, communication needs of patients and service users can improve.
M1 –
The communication cycle is a cycle which shows the way information is sent and received. When interacting we don’t consciously think about the messages being sent and received. However, we know that communication is organized in six steps. This is the communication cycle, and using this cycle we can engage in effective communication where our messages are conveyed and understood successfully. This is essential as good communication skills are crucial for health and social care professionals.
Many times come when one working within the social care profession must communicate with service users through difficult, complex and sensitive issues. Communication can be difficult and many barriers may come forth, and so workers must try to communicate as effectively as they can. To do this the communication cycle can be used to insure this.
Aiming – The multi – disciplinary team (MDT) communicated with Mr. and Mrs. Singh to organize a discharge package for Mrs. Singh. This is their aim and the reason for why the meeting was held. However, the setting they chose for the meeting to take place and the time was not right as it was at the most busied time of the day which is lunch time, with a lot of noise coming from outside the ward. Instead, the MDT should have chosen a much quieter and private location for the meeting, as Mr. and Mrs. Singh’s situation was confidential and they would have felt more comfortable and confident in a more private environment. This may have given them the confidence to speak up and ask for assistance at the times when they were confused and did not understand. This would have improved communication.
Encoding – In the case study the MDT spoke formal and advanced English using a lot of medical terminology. Their voices were high-pitched due to the environmental noise being a distraction. This made Mr. and Mrs. Singh feel awkward as they could not understand the nurse who seemed to yell at them using words they were unfamiliar with. They felt very uncomfortable and frightened due to this and this may have been the reason for them to remain silent. This caused a large communication barrier. Instead of speaking in this manner they should have controlled the amount of background noise so they can communicate more calmly and not appear too aggressive. The English language used would have been more understandable if they had used simpler English as Mr. and Mrs. Singh speak minimal English.
Transmitting – Relating this to the case study, the MDT sent the information over to Mr. and Mrs. Singh verbally and at the right given time as this was what the meeting was made for. However, as Mr. and Mrs. Singh speak minimal English, the message could not be conveyed successfully as the MDT communicated using advanced English. They could have used simpler English for the information to be conveyed correctly. Also the MDT should have noticed the empty faces of the couple and asked if they had understood, and from their response they should have repeated what had been said again. The seating positions were not right. The members of the MDT sat in higher seats whilst Mr. and Mrs. Singh were seated in lower chairs. This made them feel intimidated which again hindered effective communication. Instead, the seats should have been put equal or the MDT could have sat themselves on lower chairs to help make the couple feel more confident and that they are in more power. This would have helped them to communicate well.
Receiving – Mr. and Mrs. Singh did not receive the information due to the language barrier. The environmental distractions also contributed to the destruction of the communication cycle. The MDT should have got hold of an interpreter and maybe a translator to overcome the language barrier. The level of noise should have been controlled so that they could easily be heard. This can be done by holding the meeting somewhere quieter. The lighting also should have been controlled and be working correctly, as flickering lights is a barrier to communication.
Decoding – The failure of information being conveyed to Mr. and Mrs. Singh caused the disruption of the communication cycle. Mr. and Mrs. Singh could not interpret what had been said due to the communication barriers including the language barrier, and environmental distractions. The MDT should have communicated effectively and taken into consideration the couples understanding regarding the situation. Mr. and Mrs. Singh should have mentioned to the MDT the fact that they could not understand the information being conveyed and would like assistance and the message to be repeated again.
Responding – In relation to the case study, Mr. and Mrs. Singh nod after every question and put an act up as if they understand the situation. However, this was not the case as they did not understand what the MDT was saying. They should have asked for the information to be repeated again and let the MDT be aware of their language difficulty and the other factors that hindered effective communication. The MDT should have known and taken these factors into consideration so that they can communicate more effectively helping Mr. and Mrs. Singh to feel comfortable and understand the situation better.
There are many other factors excluding the communication cycle which also helps improve communication. Verbal skills are needed to talk through difficult issues; these skills can include the use of prompts, probes, and open questions. Good listening skills are crucial for an improvement in communication as it is important for one to make sure service users have understood what has been conveyed, especially through difficult issues where understanding can be made difficult for both care workers and service users. These listening skills include both reflective listening and effective listening.
